Quick answers to the questions we hear most.

A high-conflict person (HCP) has a pattern of behavior that increases and prolongs conflict rather than resolving it. High Conflict Institute co-founder Bill Eddy identified four key characteristics:

• Preoccupation with blaming others — focusing intensely on a "target of blame," usually someone close or in a position of authority
• All-or-nothing thinking — seeing people and situations as all good or all bad, with no middle ground
• Unmanaged emotions — intense reactions that seem out of proportion to the situation
• Extreme behaviors — actions that 90% of people would never take

It's not about having a bad day — it's a consistent, predictable pattern. Once you can recognize it, you can respond effectively instead of being caught off guard. Explore our training.

In his book 5 Types of People Who Can Ruin Your Life, Bill Eddy describes how high-conflict behavior often overlaps with five personality patterns: narcissistic, borderline, paranoid, antisocial, and histrionic. Not everyone with these traits is high-conflict — but when high-conflict behavior combines with one of these patterns, interactions become especially difficult. HCI training teaches how to recognize each pattern and respond effectively.

A BIFF Response® is HCI's method for replying to hostile or misinformed email, text, or social media without escalating the conflict. BIFF stands for Brief, Informative, Friendly, and Firm. It keeps your reply short, sticks to useful information, stays courteous, and closes the topic — defusing the back-and-forth that high-conflict communication thrives on. See our BIFF Response® courses.

An EAR Statement™ is a brief verbal technique for calming an upset person in seconds. EAR stands for Empathy, Attention, and Respect. By quickly showing that you understand the person's distress, are paying attention, and respect them, you lower their defensiveness and make a productive conversation possible — even with someone in crisis.

The 4 Big Skills® are the core framework taught in HCI's New Ways® programs: Flexible Thinking, Managed Emotions, Moderate Behaviors, and Checking Yourself. They're the practical, learnable skills that help anyone — clients, employees, co-parents, or you — navigate high-conflict situations more effectively. Learn about New Ways® training.

New Ways® is our evidence-informed method for working effectively with people who have high-conflict behaviors. It teaches the 4 Big Skills® — Flexible Thinking, Managed Emotions, Moderate Behaviors, and Checking Yourself — and is designed for professionals who support clients, coachees, families, teams, or organizations.

Several versions are tailored to different professional roles:

• New Ways for Families® — for counselors and coaches
• New Ways for Work® — for coaches, leaders, and managers
• New Ways for Mediation® — for mediators
• New Ways for Life™ — for teachers, youth leaders, parents, and anyone helping young people (ages 12–17)

Professionals can become New Ways Providers by completing our training and obtaining a license to use the method. Those who want to go further can pursue advanced certification. Licensed and certified providers are eligible to be added to our online directory so clients and organizations can find them.

Learn more about becoming a provider.

A training teaches you the New Ways® method so you can use the skills and tools in your work. After completing a training, you can become a licensed New Ways Provider.

A certification goes a step further. It's an advanced level of competency that demonstrates deeper mastery — additional learning, practice, feedback, and assessment. Certified providers are listed in our online directory.

In short: Training = learn the method and become licensed. Certification = advanced expertise and formal recognition.

We recommend our New Ways® trainings along with our advanced High-Conflict Mental Health Therapist Certification. Together these give you both the foundational method (the 4 Big Skills®) and deeper expertise in identifying and managing high-conflict personality patterns in clinical settings.

• High-Conflict Mental Health Certification — taught by Bill Eddy, in-depth coverage of five high-conflict personality patterns and practical session management.
• New Ways for Families® — Counselor Training — for therapists working with separating, divorcing, or co-parenting families.
• New Ways for Families® — Coach Training — for coaches working with parents in the New Ways for Families® online class.

If you'd like help choosing the best path, reach out.

Both. Many programs are hybrid — self-paced online foundations plus live sessions with HCI faculty — while a number of on-demand courses are fully self-paced so you can start anytime and learn at your own speed. Each program lists its format so you can choose what fits your schedule. Browse the catalog.

Yes. HCI courses and trainings provide a Certificate of Completion. Multi-month certification programs additionally award a formal HCI credential, and several include a listing in our public provider directory.

Yes. HCI's methods draw on decades of clinical, legal, and mediation experience and on research into high-conflict behavior and personality patterns. Co-founder Bill Eddy developed High Conflict Personality theory from his background as a licensed clinical social worker and family-law attorney, and the methods have been refined across thousands of real cases and organizations since 2008.

We do not make individual referrals. We provide a list of providers who have been trained in our New Ways® methods or our certifications: Find a provider.

No, we do not testify as expert witnesses in legal proceedings. We recommend consulting with your attorney for all legal strategies.

Yes — you can absolutely refer your clients to us. Through our dedicated client-support platform at ConflictInfluencer.com, clients can access:

• Conflict Influencer® group classes (BIFF Responses®, EAR Statements™, more)
• New Ways for Families — Couples™ online class + coaching
• New Ways for Families® online class + coaching (including Co-parenting Without Court)
• New Ways for Families® Pre-Mediation Coaching
• 1:1 consultations for individualized support

Inquire here.

Refer clients often? Join our affiliate program and earn on the referrals you're already making — sign up as an affiliate.

Yes. Tiered discounts on book orders apply automatically at checkout:

• 30% off orders $295+
• 40% off orders $395+
• 50% off orders $595+

Visit the bookstore.

Yes — we're proud to offer discounts for military personnel and non-profit organizations. Email info@highconflictinstitute.com for details.

Some of our books and workbooks are available in other languages. Contact info@highconflictinstitute.com with your translation needs.

It varies by format. Individual on-demand courses and live trainings are listed with current pricing in our trainings catalog; multi-month certifications are priced by program, and organizational engagements — custom training, keynotes, and Corporate Partnership — are quoted based on scope. Visit the trainings page for exact figures on each program.

Refunds are typically not provided. However, we understand that circumstances vary — if you'd like to discuss a refund, please reach out to info@highconflictinstitute.com and our team will review your situation and make a decision.

Yes. Our sister site, Conflict Influencer, was created specifically for people facing a high-conflict person in their personal life — divorce and co-parenting, families, couples, friendships, and at work.

ConflictInfluencer.com offers live online classes, self-directed courses, coaching, consultations, groups, and communities — and can even help you reach agreements in high-conflict situations.